Billing Lead Representative

CenterPoint Energy and its predecessor companies have been in business for more than 150 years.

Our Vision: Our vision is to become the most admired utility in the United States through the execution of our long-term growth strategy. We have an unwavering commitment to safely and reliably deliver electricity and natural gas to millions of people.

Our Commitment: CenterPoint Energy is committed to creating an inclusive work environment where business results are achieved through the skills, abilities and talents of our diverse workforce.

At CenterPoint Energy, individuals are respected for their contributions toward our company objectives. We strive for an inclusive work environment across all levels that is reflective of the available workforce in the communities we serve.

Job Summary:

Provides mentoring, and technical business expertise to support the Customer Billing teams and Supervisors. Responds to complex and escalated customer situations that require in depth investigation to achieve optimal resolution and satisfaction for the customer. Handles all residential billing, credit and move calls utilizing a solution-based customer service approach.

Essential Functions:

• Provide highest levels of customer satisfaction in compliance with each jurisdiction
• Demonstrate advanced system knowledge and customer billing skills and model core competencies for CCS's
• Demonstrates a strong sense of urgency while assisting in the handling of complex customer billing inquiries and collaborate with Supervisors to resolve escalated customer billing issues and complaints, for customer understanding and long-term resolution
• Researches and responds to all aspects of customer inquiries to resolve billing and account servicing issues for one or multiple accounts in a responsive respectful manner.
• Handles inquires for multiple properties and high revenue accounts.
• Provides superior customer service and value by providing customers with prompt solutions, effective communication, courtesy, caring and by meeting our commitments.
• Resolve billing inquiries, perform authorized account adjustments, and conduct customer follow-up as needed
• Maintains current knowledge of Company systems, policies, procedures, reporting and other information to profile customer needs and ensure customer satisfaction.
• Reviews various error conditions and completes prompt corrective actions to ensure that data base information is current and meets business and customer need.
• Collaborates with Supervisors, peers, CCS's and other departments and demonstrates ability to build positive relationships
• Assist CCS team on a daily basis to include but not limited to questions, escalated issues, and all metrics related to CCS team goals.
• Track and share CCS team activity and performance and present aggregated data to Team Supervisor *

Basic Qualifications:

Education:

• Requires a high school diploma or the equivalent knowledge of English, mathematics (addition, subtraction, multiplication, division, fractions, and percentages), punctuation, grammar, and spelling.

Experience:

• Requires a minimum of four (4) years customer service experience, of which at least two (2) years of experience must be in the CenterPoint Energy Contact Center demonstrating advanced knowledge in the following: skills in using applicable systems, regulatory requirements in all states served by CenterPoint Energy and various work processes across all regions served by CenterPoint Energy.

We want you to know

Being a part of the CenterPoint Energy team is more than a career alone. It's an opportunity to make a positive impact. You will be an integral part of enabling everyday life and the pursuit of possibilities for the customers we serve and the communities we share. The vital services we provide are at the core of making our world work, and by sharing your energy with us, we'll create a better tomorrow together.

What we bring to you

• Competitive pay
• Paid training
• Benefits eligibility begins on your first day
• Transit subsidies
• Flexible work schedule, paid holidays and paid time off
• Access to discounts at fitness clubs and an on-site wellness center at our headquarters in Houston
• Professional growth and development programs including tuition reimbursement
• 401(k) Savings Plan featuring a company match dollar-for-dollar up to 6% and a company contribution of 3% regardless of your contribution

Job Type:Full Time

Posting Start Date: 02/17/2025

Posting End Date: 02/24/2025

This contractor and subcontractor shall abide by the requirements of 41 CFR * 60-1.4(a), 60-300.5(a), and 60-741.5(a). These regulations prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities and prohibit discrimination against all individuals based on their race, color, religion, sex, sexual orientation, gender identity, or national origin. Moreover, these regulations require that covered prime contractors and subcontractors take affirmative action to employ and advance in employment individuals without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status or disability.

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